Client Success Manager

Manage all post-sales and post-Implementation activity for FilmTrack customers through strong relationship-building, product knowledge, planning and execution

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WHAT YOU'LL DO
  • Manage all post-sales and post-Implementation activity for FilmTrack customers through strong relationship-building, product knowledge, planning and execution
  • Maintain a deep understanding of the product and speak with key accounts about the most relevant features/functionality for their specific business needs on an ongoing basis
  • Ensure that a plan is in place with each customer, for on-going engagement, change management and adoption programs
  • Increase customer retention by conducting regular check-in calls and performing strategic business reviews/goal planning sessions for alignment of value-based objectives and outcomes
  • Track account KPI's and renewals to identify churn risk and work actively to eliminate that risk
  • Support CS Team and FilmTrack company goals
  • Partner with Sales and Professional Services to develop a plan for making FilmTrack a part of each customer's core architecture
  • Work closely with Support, Product and Engineering on identification and tracking of product improvement requests and bugs
  • Function as the customer advocate (voice of the customer) and provide internal feedback on how FilmTrack can better serve their client base
  • Report to the Director of Customer Success and CRO
  • Travel up to 20%

WHO YOU ARE
  • Bachelors degree or equivalent work experience
  • 2+ Years Prior account management or client success experience
  • Strong communication skills and technical aptitude
  • Familiarity with Salesforce, Zendesk, MS Office, JIRA and other Software-as-a-Service is a plus
  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Enjoys working closely with Customers, Support and Product to ensure complete customer satisfaction
  • A self-starter who takes the initiative to follow through and get things done

BENEFITS
  • Medical, Dental, Vision and Life Insurance eligibility the first day of the month following employment
  • Employee assistance program (EAP) and Flexible Spending Accounts
  • Profit-sharing and 401(k) Pre-Tax or Roth with matching contributions
  • 529 college savings plans
  • Free or discounted banking services, adoption assistance
  • Paid time off and leave options for Medical, Personal, or Family reasons including Jury Duty and Military leave

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